Responsible for the technical expertise of the Boston Production System, analyzing and improving system performance and stability including deployed devices and back office applications and progressing related engineering solutions. Provide technical guidance and leadership to field engineers and administrators. Provide assistance to external customers by diagnosing and troubleshooting software and hardware problems and helping customers use the published applications. Has familiarity with some of the following technologies: devices, back office enterprise systems (including financial transactions, reconciliation, payment processing, and customer services), database queries, and mobile applications. This position typically works under general supervision and direction and incumbents will regularly exercise discretionary and some decision-making authority associated with the technical scope.

Essential Job Duties and Responsibilities:

• Assist the program/project with technical issues.
• Support the project team in defining and documenting any issues and corrections found in the field.
• Deliver engineering solutions that meet budget, schedule, and agreed scope.
• Interface with customers on engineering requirements, issues, planning, and status updates.
• Serve as technical support for customers, supporting customer use of the system, technical presentations, discussions, and workshops.
• Support and monitor issue and software development work activities and status using tools such as Jira and ServiceNow.
• Support defect identification and resolution and monitor test status using tools such as TestRail.
• Support collaborations with internal departments, customer representatives, third-party suppliers, and other stakeholders in support of issue resolution.
• Work with functional engineering managers to support customer needs with additional resources.
• Communicate with customers and engineering to troubleshoot issues, isolate the root cause, and deliver solutions or implement workarounds.
• Document all relevant details from the initial report of an issue, through troubleshooting, escalation, and resolution.
• Analyze and troubleshoot complex customer issues; working directly with Program Operations and Engineering when issues must be escalated.
• Respond to customers in a professional and timely manner to deliver workarounds and solutions for complex technical problems.

Minimum Requirements

• Bachelor's degree plus eight (8) years of relevant experience or Master's degree plus six (6) years.
• Experience with supporting ATM, Banking services or transportation industry preferred.
• Experience with supporting Applications preferred.
• Experience with SRE preferred.